Exploring Manufacturing Commercial Operations

The Manufacturing Commercial Operations helps your organization accelerate revenue, improve customer experiences, and reduce operational costs.

Overview of MCO

The Manufacturing Commercial Operations product offers a single platform to manage your sales, support, and service operations. You can manage the end-to-end life cycle of your products, promotions, and services. Key benefits of the Manufacturing Commercial Operations include:

Sales promotion campaign management

Create and manage sales promotion campaigns. Process and resolve related claims for channel partners and dealers.

Recall campaign management

Create, launch, and track product recall campaigns. Manage and resolve recall-related claims.

Repair (recall and warranty) claims

Submit and approve repair claims for warranty and recall campaigns. Streamline post-sales service across warranty claims and recall operations.

Pre-authorization request

Submit and approve pre-authorization requests to verify the coverage of specific parts, fees, or repairs under an existing warranty or service contract.

Dealer portal

Access real-time information about the ongoing and upcoming product recall and sales promotions. Engage dealers and channel partners more effectively through the dealer portal.

Optimize lead-to-cash operations

Manage leads and opportunities from initial contact to close using order management and configurable catalogs. Launch complex products and services fast with configurable catalogs.

Quality issue management

Drive measurable quality and cost improvements by enabling structured issue intake, faster resolution, and help prevent recurring quality issues across the product life cycle.

Improve agility and savings with automated exception and dispute workflows

Automate the order exception and invoice dispute management processes by fusing customers, ServiceNow® Original Equipment Manufacturers (OEMs), channels, and partners with one system of engagement and action.

MCO users

Table 1. MCO core roles

Role	Persona	Internal name	Description
Admin	Manufacturing Operations Admin	[sn_mfg_cmn.manufacturing_operations_admin]	Manage all OEM and dealer operations and configurations.
OEM	Sales Promotion Manager	[sn_sales_prm_mgmt.sales_promotion_manager]	Create, read, update, and cancel a sales promotion.
OEM	Claims Agent	[sn_claim_cmn.claims_agent]	View, approve, recall, and reject claims.
OEM	Recall Manager	[sn_rcl_claim_mgmt.recall_manager]	Create, read, and update a recall campaign claim.
OEM	Recall Phase Owner	[sn_rcl_claim_mgmt.recall_phase_owner]	Update, publish, close, and cancel a recall campaign phase or sub-phase.
OEM	Warranty Specialist	[sn_claim_cmn.warranty_specialist]	View, approve, return, or reject pre-authorization requests.
Dealer	Dealer Sales Agent	[sn_dealer_mgmt.dealer_sales_agent]	Create, view, update, and cancel a sales promotion claim case.
Dealer	Dealer Operations Admin	[sn_dealer_mgmt.dealer_operations_admin]	Create, read, update, or cancel all claims.
Dealer	Dealer Service Advisor	[sn_dealer_mgmt.dealer_service_advisor]	Create, view, update, and cancel repair claim cases.

Table 2. Quality roles

Role	Persona	Internal Name	Description
Admin	Quality Issue Management Admin	[sn_mfg_qm.admin]	Full access to all Quality Issue Management (QIM) features, tables, and configuration.
OEM	Product Non-conformance Triager	[sn_mfg_qm.triager]	Review new submissions, check completeness, determine priority and severity, assign to resolvers, and update triage information.
OEM	Product Non-conformance Resolver	[sn_mfg_qm.resolver]	Work the full PNCC playbook: correction, impacted assets, containment, and closure. Create Quality Investigations.
OEM	Product Quality Investigation Member	[sn_mfg_qm.investigation_member]	Participate in PQI activities: create RCA tasks, classify causes, and create CAPA actions.
OEM	Product Quality Investigation Lead	[sn_mfg_qm.investigation_lead]	Create, view, update, and cancel a quality investigation and related records. Sign off the investigation and move it to closure.
OEM	Remediation Plan Approver	[sn_mfg_qm.remediation_plan_approver]	Approve or reject remediation action plans before they are enacted.
OEM	Finance Approver	[sn_mfg_qm.finance_approver]	Approve Cost of Poor Quality (COPQ) financial requests and expense lines.
Dealer	Product Non-conformance Submitter	[sn_mfg_qm.submitter]	Create, view, update, and cancel a non-conformance case. Create a correction action and add expense lines to it.

Manufacturing Commercial Operations workflow

The Manufacturing Commercial Operations applications combined with ServiceNow® workflows help organizations manage sales, support, and service operations effectively.

Manufacturing Commercial Operations unifies operational domains on a single platform, enabling organizations to achieve:

• End-to-end visibility across all operations
• Automated workflows that reduce manual intervention
• Proactive service delivery through predictive insights
• Seamless collaboration between dealers, service providers, and customers
• Revenue optimization by converting service events into sales opportunities

Benefits

The MCO delivers measurable benefits across sales promotions, warranty and recall claims, quality issue resolution, and dealer engagement. The following table maps each benefit to its supporting feature and the personas who use it.

Table 3. MCO core and quality

Benefit	Feature	Persona
Create, manage, and resolve sales promotion campaigns. Support bulk uploads for dealer collaboration.	Sales promotion claims	Sales Promotion manager Dealer Sales Agent
Manage warranty claims with dealers. Support dealers to submit, edit, and track claims. Streamline resolution for both dealer service advisors and OEM claims agents.	Repair claim	Claims Agent Dealer Operations Admin
Create, manage, and track recall campaigns to closure.	Recall campaign	Recall Manager Recall Phase Owner
Reduce quality costs and accelerate issue resolution. Build customer trust through proactive quality management.	Quality issue management	Product Non-conformance Triage Product Non-conformance Resolver Product Quality Investigation Member Product Quality Investigation Lead
Provide dealers a unified experience to submit, edit, and track claims through the dealer portal.	Dealer landing page	Dealer Sales Agent Dealer Operations Admin

Extended capabilities

MCO works with other ServiceNow modules to extend your operational capabilities.

Table 4. Supported features

Benefit	Feature
Resolve customer issues and requests. Use a proactive service approach to increase customer satisfaction and retention.	Extended capabilities
Manage order to cash operations. Launch new services and subscriptions. Capture up-sell and cross-sell revenue.	Order to cash operations See Extended capabilities
Provide self-service capabilities and support requests for products, subscriptions, and services. Use Service Model Foundation (SMF) to define organization hierarchies and customer relationships.	Channel Support Operations See Extended capabilities

What to explore next

• What is Manufacturing Commercial Operations (MCO)?
• Configure Manufacturing Commercial Operations
• Using Manufacturing Commercial Operations
• Reference